CRTC asks for public input on misleading telco sales practices.

Consumer survey online or by mail

TORONTO • Canada’s telecom regulator is inviting consumers to air their grievances about misleading or aggressive sales tactics employed by the country’s dozen largest carriers.

The public inquiry comes after the Canadian Radiotelevision and Telecommunications Commission earlier this spring declined an advocacy group’s request that it investigate allegedly unfair sales tactics.

But the Governor in Council demanded the CRTC conduct an inquiry in the name of consumer protection and affordability following a series of media reports concerning sales associates who said they felt pressured to sell services that consumers didn’t want or need.

As such, the CRTC is inviting consumers to share their personal experiences online or by mail by Aug. 30. It particularly encouraged current and former telecom employees to do so — confidentially, if desired. It will also hold a public hearing on the matter on Oct. 22.

“To provide a meaningful report to the government, it is important that we hear from Canadians across the country,” CRTC chairman Ian Scott said in a statement that also called for input from vulnerable groups such as seniors, people with disabilities and those whose first language is neither English or French.

The regulator simultaneously called on the companies to answer a series of questions about their sales practices, including how they ensure third-party and in-house sales reps provide consumers with suitable products.

The companies must also detail how they handle consumer and internal complaints, and how they train their employees, as well as provide copies of any sales materials, including sales scripts or pitches, company policies and sales incentives.

BCE Inc., Bragg Communications Inc. (operating as Eastlink), Cogeco Connexion Inc., Northwestel Inc., Rogers Communications Inc., Saskatchewan Telecommunications Holding Corp., Shaw Communications Inc., Tbaytel, Teksavvy Solutions Inc., Telus Corp., Vidéotron Ltd. and Xplornet Communications Inc. are required to respond by Aug. 23.

The inquiry comes after the Commission for Complaints for Telecomtelevision Services (CCTS) reported an increase in complaints related to the nondisclosure of terms or misleading terms. It also follows a CBC investigation that provided examples of inappropriate behaviour such as selling internet service to a senior who didn’t have a computer.

Many of the complaints centre on the pressure to sell bundled packages, a common option where providers offer discounts when consumers buy TV, internet and landline services together.

Consumers can visit crtc. gc.ca and follow the link on the homepage to participate in the process.